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Projects
· Installing, configuring, updating, upgrading, and
troubleshooting all equipment that carries voice traffic or any other
equipment that supports the equipment that carries the voice traffic;
specifically Cisco switches, routers and gateway.
· Reviewing high-level architectural documents and translating
them into detailed specifications and configurations
· VoIP, BGP, ATM, VPN, VLAN design & integration
· Analysis and enhancement of system performance and quality
· Troubleshooting any technical issues on the voice network
Faults
· Take responsibility for faults allocated to you
· Ensure awareness of the SLA that is associated with each fault.
· Strive to exceed SLA measurements and escalate to coordinator
should you believe a SLA will be breached
· Always test equipment thoroughly and do not make unnecessary equipment
replacements
· Where equipment replacement is necessary, ensure equipment
serial numbers are recorded and a copy of the service report is given to
the contracts department.
· Escalate timeously to the coordinator and the Operations Manager
as soon as the impact to the client changes or if no progress is being
made.
· Should you believe that the problem is of such a nature that you
require a more senior resource, escalate to the coordinator immediately.
· Complete all internal documentation and deliver to coordinator
Minor Moves, Additions and Changes
· Understanding scope of the change
· Discussing and planning implementation with client
· Complete change control for the change
· Implement the change
· Test change and ensure no impact has been made to existing infrastructure,
specifically ISDN.
· Update design documentation
· Hand-over to client with all necessary documentation
· Complete all internal documentation and deliver to coordinator
Internal Documentation
· Project timesheets needs to be completed daily and handed in
weekly
· Delivery notes need to be signed by customers and returned to
stores as soon as you return to the office
· For projects, a list of equipment with the associated serial
numbers and
location of the installed equipment must be
provided to the contracts department
· Service reports for non-project calls must be handed in daily
and all updates and times spent need to be completed on this form
· Where equipment has been replaced under maintenance, serial numbers
of the old and new equipment need to documented on the service report and a
copy given to the contracts department
· Idle times need to updated weekly and provided to the
coordinator
Time Management
· Prioritise tasks that are assigned and ensure daily and weekly
schedule is up to date to ensure all tasks are addressed within customer expectation
and any Service level Agreements.
· Timeously escalate an overloaded work schedule to the Operations
Manager, so that tasks can be reallocated or rescheduled
Audit (Other)
· Ad-hoc equipment audits and health audits
· Completed as per audit templates where available
· Detailed documentation of investigations and findings
Care Reports
· Assist Service Delivery Managers by contributing to the monthly
care reports with meaningful understandings of the statistics that come
from
· INSITE in order to deliver a top quality report
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